I don't normally post these kind of posts. But I want to see what everyone else would do in my shoes and how far I should push this situation. I am posting every email up to now. I am posting this straight from my email so please read from the very bottom up.Thanks William Henderson
I am very sorry that you are dissatisfied with the options that we provided.
I would be happy to send you out more Provent a Mite and Reptile Relief along
with writing your store credit if you would like me to.
We are not going to be able to pay for any of the vet bills as we initially told
you, but if you would not like to go through these troubles, and feel that you
would not use the store credit we can send you a return label for this animal
and treat him on our end.
Again, we are sorry that you do not believe we are doing all we can, but we
truly are, and hope this guy makes a full recovery.
Please let us know what you would like to do.
Sincerely,
Curtis Pieramico
LLLReptile & Supply
www.LLLReptile.com
888-54-REPTILE
-----Original Message-----
From:
sidewinder107@windstream.net [sidewinder107@windstream.net]
Sent: Friday, February 05, 2016 10:37 PM
To: Customer Care LLL Reptile <CustomerCare@lllreptile.com>
Subject: RE: LLLReptile Animal Order
Right now I am at a loss of words! This is unbelievable of what you just
suggested for me to do. The vet said that the animal has an infection/start of
mouth rot and is currently on Tazicef (antibiotic) injections, and he has to
receive 4 more doses (1 injection to be given every third day for next 4 doses)
and you just suggested that I can send the SICK animal that is currently being
treated back to your company to get a full refund. I will go ahead and let you
know that this animal WILL NOT be returning to your company. I did offer that I
would be satisfied with in store credit in a previous email in which I was
willing to except, but the more I think about that offer, it really should not
even be an option considering the situation at hand and your response. I
shouldn't have to "purchase" items from store credit when I was sent a
unhealthy/sick animal that needs medical treatment and is in no condition to
even be shipped back to you at the moment for a full refund. In all honesty, to
make this situation right. I should be refunded my money back for the cost of
the vet bill, and any vet bill after should be paid for by your company, until
this animal is in guaranteed healthy condition as stated.Because your guarantee
states " our animals to be alive, healthy, and to your satisfaction upon
arrival" which did not happen in this case. If that's how you want to treat your
customers and animals so be it. I went above and beyond for this animal made a 4
hour round trip to a professional vet spent over 200+ dollars and you make me a
in store credit refund offer that low and say you don't pay vet bills makes me
sick. I will except your offer of in store credit for my order total. But I do
want you to understand if this animal does not get better and if something was
to happen and he does die from his condition, this will be far from over. I as a
customer should not nor ever be in this situation and for you to only offer me
in store credit for the cost of the animal is very sad to say the least. This is
the most unbelievable and the lowest thing I have ever heard of coming from a
reptile/animal business and or breeder for that matter,when they offer a
guarantee and don't stand behind it.We are talking about a animal here not a
wore out product that can just be thrown in the trash if it's broke,what a
shame. William Henderson
---- Customer Care LLL Reptile <CustomerCare@lllreptile.com> wrote:
> I am truly sorry if we sounded negative, or like we didn’t care how the snake
does I our last email as that was definitely not our intention. We definitely
hope the snake is doing well, and recovers quickly. From the first couple
emails, and from how the snake was in our care we did not think it would be in
any way close to dying. Can you tell us some information on what the vet told
you was going on with the snake? If it was mouth rot as the photo kind of looked
like, this guy should have no problem recovering, especially under the care of
you and a vet.
>
> We offered the credit of $199.99 as we thought that was one of the options
that you were looking for when you asked for a refund for the price of the
snake. We do not usually credit or refund shipping in any circumstance as
shipping is not in our control, but we definitely understand this is a rare
situation and would be more than happy to add this to the credit if you would
like.
>
> We definitely understand that this is not what you were looking to get into
when you received this pet, and if the above option does not sit well with you
we can have a return label sent to you to have the snake sent back to us to be
looked over in our facility. In this case you would be refunded in full.
>
> We really hope he has been acclimating well the last couple of days, but
please let us know what you would like to do.
>
>
> Sincerely,
> Curtis Pieramico
> LLLReptile & Supply
>
www.LLLReptile.com
> 888-54-REPTILE
>
>
> -----Original Message-----
> From:
sidewinder107@windstream.net [sidewinder107@windstream.net]
> Sent: Friday, February 05, 2016 3:59 PM
> To: Customer Care LLL Reptile <CustomerCare@lllreptile.com>
> Subject: RE: LLLReptile Animal Order
>
> Hello, So your saying that since you guys made a mistake and sent me a sick
animal that the responsibility falls on me and I have to be the one that pays
for this and only offer me in store credit of the price of the animal of
$199.99??? I am sorry and I do not mean for this to sound rude, but that is not
going to work with me. This animal could still die and it's not even my fault.
If this happened in my care I would take responsibility, but it happened in your
care.I did my part I took him to a professional Reptile vet for help. I
understand if you do not want to give me a cash refund that's ok, but only
offering me in store credit of the price of the animal of $199.99 is a insult.
That will not even cover the total price plus shipping I paid for the animal,
not counting the vet bill if he dies. I don't want to make this matter any worse
than it is, but I will not give up on this considering the situation. It's one
thing if it happened in my care, but it did not. I was guaranteed a healthy
animal and that's what I should have got. I am trying to be as reasonable as I
can here. If your willing to send me another Guaranteed Healthy Animal/snake (of
my choosing) which I should have got In the first place I would settle for
that.I now have over $500 in this animal and more if he has to go back to the
vet again, and he could still end up dying.What do you expect for me to do here,
just let him suffer and die??? This is unreal at the customer service here
considering the situation. I can not believe for a company that deals in
animals,you would be more worried about money than the animal its self. No one
has even asked me how the animal is doing after taking it the vet. Well any way
to answer your question on the mites yes I do have mite treatment on hand. I
keep it on hand for reasons like this.This is not the only animal I own, I have
10 more snake's. I use reptile relief and provent a mite. Matter of fact my last
few orders have been from your company, but that's going to change if this is
the kind of service I am going to receive here. Thanks William Henderson
>
> ---- Customer Care LLL Reptile <CustomerCare@lllreptile.com> wrote:
> > Again, we are very sorry about this situation.
> >
> > We would never intentionally send out an animal that we didn’t think to be
as good as it could possibly look, and are sorry that this is not what you
received.
> >
> > When this snake was in our care it ate very well, and never showed any signs
of illness. So we do not see its recovery as being an issue. As we stated before
we cannot pay vet bills in any way, but we would be more than happy to issue you
a store credit for the $199.99 that the snake originally cost as well as send
you mite treatment for him.
> >
> > We first wanted to know if you saw any living mites on him as we do treat
all of our snakes when they come in to our facility, as well as leave it as a
precaution. Also have you used mite treatment on him that you might have already
had, or got some from the vet? We just want to make sure we send you something
that is compatible with what have, if you have already used a treatment.
> >
> >
> > Sincerely,
> > Curtis Pieramico
> > LLLReptile & Supply
> >
www.LLLReptile.com
> > 888-54-REPTILE
> >
> > -----Original Message-----
> > From:
sidewinder107@windstream.net [sidewinder107@windstream.net]
> > Sent: Thursday, February 04, 2016 5:43 PM
> > To: Customer Care LLL Reptile <CustomerCare@lllreptile.com>
> > Subject: RE: LLLReptile Animal Order
> >
> > Hello Thanks for getting back to me. I just got back from the vet and I am
not happy at all. He has an infection/the start of mouth rot. I see where you
say you don't pay vet bills. But something needs to be made right here not just
for me but for the animal its self. You can't sell a sick animal to someone and
not tell them about it and expect for me to set here and watch him suffer and
die and not take him in to see a vet. I should not even be in this situation
right now.Your Guarantee is for healthy animals, I did not get a healthy animal.
I sent you a email the day I got him, and with in 2 hours after he arrived in my
care and told you something was wrong with his mouth. And as far as the mites
go, yes I can treat him no problem there. But again I should not be treating him
for mites either if he was a healthy animal. This needs to be made right not
just for me but for the animal its self. I would be satisfied with a refund of
the cost of the animal plus some mite treatment, or this vet bill paid for by
your company, or in store credit for the cost of the vet bill and some mite
treatment for him. And as I said before this is just not right for me or the
animal. He should not have been shipped to me in this condition.This is not my
fault, this is an employees overlooked mistake at your company and I or the
animal should not be the one to pay for it. Thanks William Henderson
> >
> > ---- Customer Care LLL Reptile <CustomerCare@lllreptile.com> wrote:
> > > Thank you for sending the photos, I understand your frustration and we can
definitely help you out.
> > >
> > > Do you already have something on hand to treat the mites with? If not,
let us know, we'd be happy to send you something or go over treatment with you
to get them quickly eradicated. We do soak them and treat them before they
ship, but if you are seeing live mites on the snake now there must have been
some in the packaging or on the snake that were missed.
> > >
> > > The cut on the lower jaw was not there before shipping, was there any
blood in the bag or packaging that you could see that would indicate it hurt
itself (or maybe struck and bit itself) in transit?
> > >
> > > Also in the photo, the upper jaw/lip looks swollen. The snake showed no
signs of respiratory issues here, and ate very well, so I would guess that may
also be from striking in its cage, but I cannot be certain just looking at these
photos. Is it showing any signs of illness or is it just the jaw that appears
swollen?
> > >
> > > Please let me know about the mite treatment. If you like the snake and
would like to keep him, we'd be happy to offer you a partial store credit
towards your next purchase since he arrived in less than perfect condition.
Please keep in mind we do not cover vet bills, but we'd be happy to assist you
with any treatment questions you have.
> > >
> > >
> > > Sincerely,
> > > Kate Larsen
> > > LLLreptile & Supply Co. Inc
> > > 888-54-REPTILE
> > >
> > >
> > >
> > > -----Original Message-----
> > > From:
sidewinder107@windstream.net [sidewinder107@windstream.net]
> > > Sent: Thursday, February 04, 2016 6:58 AM
> > > To: Customer Care LLL Reptile <CustomerCare@lllreptile.com>
> > > Subject: RE: LLLReptile Animal Order
> > >
> > > Hello, Kate I have included some pictures of the snakes mouth. I have him
a vet appointment set for today. Right now I am very unhappy with this situation
on top of the mouth problem he has mites and it is a 2 hour drive to the vet
that will see him today. I will let you know what the vet says when I get him
back home. In no way do I mean for this email to sound rude, I am just angry
right now about this. But I am going to be very upset if I find out this snake
was sent to me in this condition. The mites I can deal with because I am well
aware of that problem in the exotic pet trade, but the mouth is another
story.Anyway I will let you know something later today. Thanks William Henderson
> > >
> > > ---- Customer Care LLL Reptile <CustomerCare@lllreptile.com> wrote:
> > > > Hi William,
> > > >
> > > > We actually got this snake in from one of our customers who was moving
and couldn't take him. He had purchased him as a CB baby but I do not know any
of its breeding lineage.
> > > >
> > > > Can you email a photo of the snakes mouth so we can see what's going on
with it? I know he was hissing and striking going into the bag, so your theory
may be correct, but we'd like to see what it is for sure you are describing.
> > > >
> > > > Sincerely,
> > > > Kate Larsen
> > > > LLLreptile & Supply Co. Inc
> > > > 888-54-REPTILE
> > > >
> > > >
> > > >
> > > >
> > > > -----Original Message-----
> > > > From:
sidewinder107@windstream.net [sidewinder107@windstream.net]
> > > > Sent: Tuesday, February 02, 2016 11:04 AM
> > > > To: Customer Care LLL Reptile <CustomerCare@lllreptile.com>
> > > > Subject: RE: LLLReptile Animal Order
> > > >
> > > > Hello I got the snake about 2 hours ago and he's doing good. But I do
want to let you know he has something going on with his mouth. I have seen this
before from shipping snakes in bags. Most of us think it's from the snake
striking and getting the bag hung on a tooth. I usually let them be over night
and if they don't fix it I will inspect further. I also wanted to ask do you
know where this snake come from? And do you have any history on him? Thanks
William Henderson
> > > >
> > > > ---- Customer Care LLL Reptile <CustomerCare@lllreptile.com> wrote:
> > > > > Great, look for the box on Tuesday
> > > > >
> > > > > Sincerely,
> > > > > Kate Larsen
> > > > > LLLreptile & Supply Co. Inc
> > > > > 888-54-REPTILE
> > > > >
> > > > >
> > > > >
> > > > > -----Original Message-----
> > > > > From:
sidewinder107@windstream.net
[sidewinder107@windstream.net]
> > > > > Sent: Sunday, January 31, 2016 2:41 PM
> > > > > To: Customer Care LLL Reptile <CustomerCare@lllreptile.com>
> > > > > Subject: Re: LLLReptile Animal Order
> > > > >
> > > > > Hello yes that will work. I will be here to sign for it on Tuesday.
Thanks William Henderson
> > > > >
> > > > > ---- Customer Care LLL Reptile <CustomerCare@lllreptile.com> wrote:
> > > > > > Thank you for your order.
> > > > > >
> > > > > > We can ship your animals as soon as Monday for delivery on Tuesday
this week. Someone must be available to sign for the box when it arrives, so
please reply back to this email to let us know if Tuesday will work for you or
if another day would be better.
> > > > > >
> > > > > > Please be aware of your local weather forecast for the delivery day.
You can look up your weather at www.weather.com<http://www.weather.com>. If you
have any questions about our live arrival guarantee you can view it by clicking
the following link
http://lllreptile.com/store/policies/animal-shipping.
> > > > > >
> > > > > > Thanks again, and we look forward to hearing from you soon.
> > > > > >
> > > > > >
> > > > > >
> > > > > > Sincerely,
> > > > > > Curtis Pieramico
> > > > > > LLLReptile & Supply
> > > > > >
www.LLLReptile.com
> > > > > > 888-54-REPTILE
> > > > > >
> > > > >
> > > >
>
LLLReptile should be closed down (BuyerBeware)
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